ESG Report 2025

During the Reporting Period, the Group received no complaints or legal proceedings regarding misleading or deceptive information in its promotional content. Customer feedback is an important driving force for the continuous improvement of The United Laboratories. The Group attaches great importance to customers' evaluations and suggestions, handles each customer complaint with due diligence, and responds and improves in strict accordance with established procedures. In the event of adverse drug reactions or similar incidents, the Group will take serious action in accordance with relevant regulations and internal systems to safeguard the health and safety of users. 8.5 Customer Service 8.5.1 Customer Feedback The United Laboratories has established a comprehensive user complaint handling procedure system, enabling coordination among different departments in the receipt, communication, assessment and response to complaints. When a user complaint is received, the complaint handling responsible person first contacts the user, understands and analyses the complaint content to determine the type of complaint. The relevant departments then conduct internal and external investigations, collate the findings to decide on the direction of further investigation (such as reviewing production records, raw and auxiliary material quality, or environmental factors in the production process), and subsequently develop corrective and preventive actions, which are submitted to the quality officer for approval. After the complaint handling is completed, the complaint handling responsible person must reply to the customer, follow up on the outcome of the complaint, and archive the complaint records. In addition, the Group has formulated the “Customer Satisfaction Survey Procedure”, which aims to assess customer satisfaction with product quality and service levels, promptly identify and resolve potential issues, continuously meet customer needs and expectations, and further improve service quality and customer experience. During the Reporting Period, the Group received a total of 26 product quality complaint cases directly attributable to the Group's production and quality factors, and no service-related complaint cases were received. We take every customer feedback seriously. All complaint cases undergo root cause analysis and investigation to ensure that every issue is properly resolved, achieving a 100% complaint response rate and effective resolution rate. The relevant corrective and preventive actions have been fully implemented and have received customer acknowledgment. 71 Daily Promotion Compliance Compliance of Drug Advertising and Publicity Inspection Dimension Good Sales Practice for Drug Distribution Key Inspection Area Verify the types of drugs promoted in retail pharmacies; check whether prescription drugs are being promoted as OTC drugs Check whether promotional materials are compliant, have been reviewed by the Company, and whether any region has produced unapproved materials Assess whether there is any false advertising, exaggerated efficacy or other improper conduct Confirm whether the form and duration of promotional activities meet requirements Verify whether there is any improper transfer of benefits to medical professionals Check whether there is any improper conduct such as using a doctor's name to carry out activities Confirm whether the venue for promotional activities is compliant Review whether there are improper activities such as giving away drugs as a promotion Verify whether there is any tampering with product flow data Check whether there is any illegal recall and resale of drugs Review whether there is any promotion of drugs to merchants without drug distribution qualifications The United Laboratories International Holdings Limited 2025 Environmental, Social and Governance Report